Generative AI Chatbot Revolutionizes Holiday Customer Service for Ski Brand Evo
Ski and sporting goods brand Evo is embracing the power of generative artificial intelligence (AI) to transform its holiday customer service operations. With the advent of AI, Evo decided to introduce a chatbot that utilizes generative AI capabilities to handle light-touch customer inquiries. The chatbot, which soft-launched in July, works alongside Evo’s live chat customer service team and will gradually be integrated into more visible areas of the company’s website in the coming months leading up to the holiday season.
Nathan Decker, the director of ecommerce at Evo, expressed his excitement about the potential of AI, saying, The scales fell off. He was amazed by the chatbot’s ability to understand various languages effortlessly, making it a valuable asset for Evo’s customer service endeavors.
Typically, Evo would hire additional customer service agents during the busy holiday season, boosting their team from 40 to 80 agents. However, with the introduction of the chatbot, Decker believes the company may not need to hire as many agents this year. In fact, he estimates that holiday customer service hiring could be reduced by approximately 25%. This demonstrates the enormous impact that AI is capable of having on customer service efficiency.
Evo is not alone in recognizing the potential of AI for improving customer service during peak seasons. Many online retailers, including Evo, are incorporating AI or considering its implementation to handle the surge in customer inquiries that occurs during the holiday season. However, while some retailers are optimistic about the benefits of chatbots, others express concerns about their ability to meet the high-quality service standards expected by customers.
Salesforce Inc., an ecommerce platform and technology provider, predicts that generative and predictive AI will influence approximately $194 billion in global online holiday shopping spend by the 2023 holiday season. Beyond customer service, retailers are exploring AI’s capabilities in generating copy for marketing emails, testing different marketing messages, and providing personalized product recommendations. This expanding use of AI in various retail functions is expected to shape holiday spending patterns.
A survey conducted by Digital Commerce 360 revealed that 26% of retailers plan to increase their investments in artificial intelligence in 2023 compared to 2022. Additionally, 11% of retailers consider AI investments vital for improving online conversion rates, while a further 44% view them as important. These results indicate that AI is already a significant consideration for many retailers, alongside other priorities such as enhancing customer experience and investing in ecommerce platforms.
The news showcases the growing trend of AI implementation in retail and its potential to revolutionize customer service, marketing, and overall business performance. As more retailers embrace AI technologies, they aim to provide efficient and personalized customer experiences while optimizing their operations and maximizing revenue. The impact of AI during the upcoming holiday season will likely shape the future of retail customer service and reinforce the importance of AI integration for retailers worldwide.
In conclusion, Evo’s introduction of a generative AI chatbot marks a significant step towards revolutionizing its holiday customer service operations. The positive feedback from Nathan Decker and the predicted influence of AI on global online holiday shopping spending reflect the growing significance and potential of AI in the retail industry. As technology continues to advance, retailers must carefully navigate the benefits and challenges of AI implementation to achieve optimal results in their customer service and overall business strategies.
